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Keywords: Consumer complaint behaviour
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Journal Articles
Journal:
Management Decision
Management Decision (2016) 54 (10): 2462–2484.
Published: 21 November 2016
... This study advanced the understanding of SCT for dissatisfied customers posting negative experiences in the context of SNS. Research regarding consumer complaint behavior assumed that complaining is a result of dissatisfaction (Berman, 2005 ; Tronvoll, 2007). Thus, it is possible that complaint...
